Not charging phone

My phone is not charging, reported the phone was asked questions of the phone is damage or water damaged, respondent to say no because I'm not a technician who will know what damaged are they talking about. The email said selected mtn shop or any authorized Centre, how will I know those of I've never had such a problem? Went to protea gel an mall since I've been asking what to take or what is needed for me to get that but I was still told take the phone for assessment instead of them telling me where to take the phone. Took time off to work to take the phone, when they call the lady was rude and didn't want to know my story of them not explaining or answering my email properly. I don't wish No one to use this service they are rude and *********** but when they debit your money you don't give them any problems. This insurance is not for anyone human being but dogs who don't have feelings like them. I've never missed a payments with this people but this is what I get after all. Why can't they be specific when they write email to their clients and even abtions to make things easy for their clients,are we now buying phone to be technicians now, why am I paying them if I can diagnose my own phone. I don't need them Mos,even now I don't know where to take the phone for that assessment of theirs.